Recently, 90 Jigsaw Rewards members took part in our ‘good call’ survey and told us about their recent experiences phoning our Connect contact centre.
The feedback from this survey will contribute to improving the continual training and development of our call advisors, but we have already used information from the survey to make improvements to our service:
You said: Follow up calls, particularly about repairs, weren’t always received within our two working day service standard.
We did: Our Connect and Repairs management teams will be working together to identify ways to address this.
You said: A number of the Jigsaw Rewards members who took part in the survey left comments about specific issues they had experienced when calling up.
We did: Our Assistant Director, who manages the Connect team, personally contacted these Jigsaw Rewards members to listen to their concerns in more detail and identify additional ways to improve the service based on their feedback.
You said: 92% of survey participants said they were either happy or very happy with how quickly their call was answered , and 90% said that they were either happy or very happy with the overall handling of the call.
We did: We’ve shared this wonderful feedback with our Connect advisors who are pleased to hear their hard work is appreciated by our customers, which makes it easier for them to keep up the good work.
Thank you to everyone who took part in the survey.
If you would like to take part in future surveys like this then join Jigsaw Rewards; simply go to our website rewards.jigsawhomes.org.uk to join.
You can take part in as many or as few activities as you like and at a time that is convenient to you. In return, you will receive points which can be exchanged for high-street gift vouchers or credits towards your rent account.
Our members can receive over £100 in vouchers or rent credits each year.
